Oracle RightNow CX Cloud Service 2012 Essentials Sample Questions:

1. Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

A) Requirement 2
B) Requirement 5
C) Requirement 4
D) Requirement 3
E) Requirement 1

2. Your customer has asked you to fulfill a list of requirements for their incident workspace.
The customer has explained that the following constraints will be place.
-All incidents received will via a web from that your customer manages which is automatically forwarded to the Oracle Rightnow CX Service mail server. -All incident data will be formatted exactly in the same manner in each email using the following
format: -Last Name -First Name -Product -Serial Number -Question
Requirements:
-Create a tab with "Risk Management" data consisting of custom fields and custom object data, and hide it from all standard agents. -If the serial number is greater than 500000 set the value of the custom field "Risk Management"
Yes. -Capture the "Product" field from the email and populate the product in the incidents.prod_id field. -Capture the Last and First names from the email and populate the product contact.last_name
and contacts.first_name fields. -Create tabs for each product linking to the product information page on your customer's web site. -Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
They have asked that no customization be part of the new workspace.
Identify the three requirements that are met using standard product features within the workspace.

A) Capture the "Product" field from the email and populate the product in the incidents.prod_id field.
B) Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.
C) Create tabs for each product linking to the product information page on the customer's web site.
D) If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes
E) Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.
F) Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.

3. Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements.

A) Use the product field to identify the services and the disposition field to identify the customer's incident type of help.
B) Use the product field to identify the services and the category field to identify the customer's incident type of help.
C) Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
D) Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.

4. Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

A) https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
B) https://widgetshippers.com/trackyourpackage?id=c$tracking_id
C) https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
D) https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
E) https://widgetshippers.com/trackyourpackage?id=$p_icf_87

5. Your customer would like a high, medium, or low severity level assigned to each incident. The agents will service the incidents using a queue representing each severity. Which option shows the minimum steps required to satisfy the requirements?

A) Create incident statuses and queues
B) Create incident statuses, queues, and severities
C) Create incident severities
D) Create incident queues and severities

Solutions: